The role
As an Infrastructure Analyst, you will be the first point of contact for many of our clients—both via phone and through ticketing systems. In this role, you’ll be responsible for triaging, investigating, and resolving customer incidents and problems, ensuring they are escalated appropriately to deliver the most efficient and effective outcomes.
The Private Cloud Team specialises in technologies such as VMware vSphere, VMware NSX, Veeam, and Nimble/3PAR/StoreOnce storage arrays, as well as UCS cloud computing architecture. As part of the role, you’ll also develop foundational knowledge across a range of technologies, including cross‑skilling in areas such as Commvault Backup, Windows OS, and Linux OS.
What will I be doing?
* Manage customer tickets both technically and procedurally via ANS Support channels in line with defined SLAs and KPIs.
* Understand, maintain, and deliver on the current service desk procedures, including daily infrastructure checks.
* Manage own workload, prioritise efficiently, and assist team members when necessary.
* Monitoring and responding to alerts. Recognise patterns with alerts to identify potential incidents.
* Assisting sales, account managers and CSMs with client escalations.
* Understanding, delivering, and supporting our core IT products and services.
* Contributing to internal documentation.
* Contributing to Daily Stand-up and team meetings.
* Escalating tickets to our 2nd and 3rd line engineers.
What will I bring to the role?
* Working knowledge of VMware and/or SAN Storage Technologies is desirable
* Working understanding of computer architecture, networking, virtualisation, storage, backup, disaster recovery and operating system concepts is ideal but not essential.
* Ability to multi-task and be creative and innovative in a dynamic, fast-paced team environment.
* Previous experience in a service desk/ IT support environment